Job Description

Position Title: Director of Customer Support
Location : Logan, UT
Duration: Full-time
Work Arrangement: Hybrid - Open to remote candidates, but will have required quarterly travel.
Pay Range: $100k

Client Info / Who they are:

Above and Beyond Talent Acquisition proudly represents our client - a global leader in connected fitness technology and interactive home workouts. With a mission to inspire people to live healthier and more active lives, our client combines state-of-the-art equipment, cutting-edge software, and personalized training to deliver an unmatched fitness experience.

Who we are looking for / Requirements:

Our client is seeking an ambitious pace-setter to join our client's team as a Director of Customer Support for their Commercial Division. This position will be hybrid, working 1 day a week out of their Logan, UT office and can transition to once or twice in office after several months. Open to remote candidates, but will have required quarterly travel.

• 5+ years of management experience 
• Previous successful management of a high-volume support center or team 
• Experience in B2B support function 
• Strong in process analysis and improvement 
• Experience working with electromechanical products a plus
• Knowledge or experience of android device software a plus 
• Ability to communicate with and provide influence to internal teams and external partners 
• Excellent written and verbal communication skills 
• Natural problem solver, possessing the ability to dive into the minute details of a problem while maintaining the ability to communicate high-level objectives to upper management.

Performance Objectives / What you'll be doing:

• Drive technology and quality focused initiatives that will improve First Contact Resolution percentage by 10%
• Drive customer obsession in support of our commercial customers through improving Customer Satisfaction and Time to Resolution metrics  
• Improve Operation eNPS by 30% by EOY through collaborative workstreams focused on development, career pathing, and employee engagement

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Participate in strategic planning, and create department goals to support the company objectives (ability to act tactically and think strategically).
• Continuously define strategy and goals for entire Customer Support function for the Commercial business division 
• Build relationships with B2B partners, being a key point of contact for service and product issue resolution 
• Develop, execute and report key KPIs, reporting to internal leadership and B2B partners on ongoing product performance
• Identify staff training, development needs, creating and facilitating the training and development of all team members 
• Manage labor and service budget for the Commercial business division 
• Cross-functional collaboration with Quality, Operations, Engineering and Sales teams in identifying and resolving top customer issues

Perks of working with them / What they offer:

• The opportunity to work remotely-from wherever you are.
• Free mental health resources for employees and dependents
• Career growth and guidance
• Discounts on their Products
• FREE Memberships
• Employee discounts 
• Full benefits package (Medical, HSA, FSA, Dental, Vision and Life insurance)
• Paid maternity and paid paternity leave
• 401(k) with company match.
• A PTO policy that ensures you can find a happy work-to-life balance.
• Access to cutting-edge technology and hardware for work and fitness.
• Collaborative workspace and environment.

For more information and to express interest, please contact our Recruiting team via Email: [email protected]

******

Above and Beyond Talent is an equal opportunity employer and staffing firm. We are committed to providing equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, or any other characteristic protected by law.

We believe that diversity enriches our work community and enhances the quality of our services. We actively encourage interest from clients and candidates of all backgrounds, and we are dedicated to hiring and fostering a diverse team that reflects the global communities in which we operate.

Job Tags

Similar Jobs